Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/22/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  About a month ago, my family experienced a theft that occurred while one of us was riding Candymonium. Someone took a f**** pack from the cubbies. While I understand the theft is not the responsibility of Hersheypark, the response to that event is. The night of, the security officer did not notify a supervisor, did not assist us in any real manner, and made no effort to empathize with our situation. Since then, the customer service, security, and any helpful response has been lacking. We have initiated almost every contact with the park despite being told that return calls and e-mails would occur. Out of approximately 10 different people we have spoken with, at most 3 have offered some sort of empathetic response. The most sincere response we got was from the parking attendant the next day when we had to return to get our car. The supervisors we have spoken to have mostly been dismissive, the customer service agents promise to pass things along however whether they do, or whether the people they actually pass things onto respond, is questionable. After speaking with the police, it is clear that there is an uptick in crime at the park which they are not being transparent about. We are not looking for compensation for our lost items, but the fact that no one has so much as offered a free soft drink on the park next time we come back is ridiculous. You're giving away ticket at a steep discount due to the recent weather, so I doubt that offering a family of 6 some soft drinks is going to break the bank. Your customer service department as a whole needs retraining, starting with a quick ****** in empathy.

  Business Response

  Date: 07/23/2025

  Hello, 

  
  Thank you for reaching out. I am sorry that your visit was interrupted by the behavior of other guests. Our written policy as it pertains to theft is found on our website.**************************************************************"Hersheypark and its employees are not responsible for lost, stolen, or damaged items" I apologize, but in order stay consistent with written policies, Hersheypark is unable to replace stolen items. I apologize if this does not meet your expectations but thank you for contacting Hersheypark. 

• Initial Complaint

  Date:05/28/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a cabana for use in the water park and now I have cellulitis and the water needs treated at Hershey. We walked through yesterday and it was green. The weather is also a concern. I attempted to resolve this with customer service and asked for a refund but they refused.

  Business Response

  Date: 06/05/2025

  
  We received your May 28, ****************************************************** ******* about a cabana she rented at The Boardwalk at Hersheypark for May 30, 2025. Ms. ******* also contacted Hersheypark on May 28, 2025 requesting a refund for her cabana rental initially due to the forecasted weather. Hersheypark has a 72 hour cancellation policy for the cabanas, which are provided to guests rain or shine. The cancellation policy is clearly posted on Hersheyparks website. Since Ms. ****** refund request was submitted 2 days prior to her cabana rental, Hersheypark was unable to issue the refund.
  Additionally, the statements made by Ms. ******* regarding the water quality at The Boardwalk are patently false. The water at Hersheypark, as well as at *************, is filtered and sanitized in accordance with the standards set forth by the **********************************  Hersheypark completes in-house water chemistry readings throughout each  operating day and has a third party lab complete testing once a week to ensure water quality. 
  Lastly, Ms. ******* checked-in and used her rented cabana on May 30, 2025. 
  For the reasons set forth above, Hersheypark will not be issuing the requested refund to Ms. ******** Please let me know if you require any additional information. 
  
  

  Customer Answer

  Date: 06/05/2025

  I did end up using the cabana because I didn't want to be out the money I paid. But I do want to clarify that the water in the lazy river was not clean and it was closed for that reason. That information was confirmed by the attendant working at the cabana rentals and I have attached a photo as proof. 

  Business Response

  Date: 06/05/2025

  The Boardwalk, is filtered and sanitized in accordance with the standards set forth by the **********************************  Hersheypark completes in-house water chemistry readings throughout each  operating day and has a third party lab complete testing once a week to ensure water quality. 

• Initial Complaint

  Date:05/17/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date of transaction 3/2024 Date of contact 5/17/25 Amount disputing $379.19 Order number: 20240318-10397084 Contacted via phone and email and not happy with the conclusion and lack of accountability.I purched tickets to the aork last year during their off season planning to go at a later date taking advantage of a sale they had. We'll when referencing the email order confirmation as well as the virtual tickets I did not see an expiration anywhere so I figured I coukd use them during another season. However when I recently looked into the matter and possibly planning a trip I quickly realized that in fact Hershey park tickets do have an expiration.The company refuses to honor my tickets even though I provided proof of the order confirmation and mobile tickets that there's no expiration anywhere to be found.

  Business Response

  Date: 05/18/2025

  Hello, 

   

  All Hersheypark Tickets have an expiration date. This verbiage is found in the following location: 

   

  - ***************************************************************** -  Current verbiage- "Tickets valid any operating day through January 4, 2026" Similar Verbiage was available at the time of the purchase in question. 

  -******************************************************************************************************** - "Tickets are valid any day during the 2025 public operating schedule (April 5 - January 4, 2026" Similar Verbiage was available at the time of the purchase in question. 

  - At the bottom of each checkout page - "Tickets and add-ons are nonrefundable and nontransferable and exclude activities/events separately priced. Attractions and other offerings are subject to availability, closures, weather conditions, and change or cancellation without notice or liability. By continuing with this purchase you agree to our terms, Privacy Policy, and, if applicable, the Season Pass Terms and Conditions."

  As discussed with Ms. ****** previously, tickets past their expiration date are no longer valid and cannot be exchanged or extended. All dates and validity were shared prior to making a purchase. 

   

   

  Customer Answer

  Date: 05/18/2025

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 23344537
  
  I am rejecting this response because: as stated previously, the tickets were bought during the off season. Months later when I was thinking of planning the trip I referenced the order confirmation email and also clicked The View tickets option and could not find an expiration on either of those so I had assumed since I paid for the tickets whenever I chose to use them I could. I could not remember months later what the website said which is why I referenced my email what are confirmation. I feel like it is in poor taste to not put that in the order confirmation nor on the virtual tickets like when I clicked view tickets and it did not say a date. Due to unfortunate circumstances and not being able to go last summer I feel like it's in good taste for a company to accommodate their customers. It is clear to me that this ********************** does not value its customers at all. Many companies have policies that under certain circumstances they choose to go against if it means the customer would be satisfied. That's called good customer service. I feel like I'm being robbed by this company because they're taking advantage of my poor memory recall at the time I was attempting to find out when I had to use them by. It just seems common sense to me to put the expiration on the order confirmation email as well as when you click View tickets. I really don't understand why it is not written on the order confirmation and the only reason I could think is to deceive guests and situations like this because I don't believe it's asking too much to put an expiration date on the order confirmation email that is sent out.
  
  Regards,
  
  ******* *****
  
  
  
  
  
  
  
  
  

  Business Response

  Date: 05/19/2025

  Hello, 

  Thank you for the response, although the digital tickets do not have the expiration date printed on them, the validity dates were agreed to prior to purchase by ******** acknowledging the terms of conditions of tickets. This included validity dates made available in both the advertising and during the checkout process. This was discussed with Ms. ***** through multiple correspondence with Hersheypark management. Due to the large number of guests that purchased tickets under the promotion without incident, no further compensation will be offered. 
  

  Customer Answer

  Date: 05/29/2025

  I'm sorry I never replied but no I am not satisfied. Almost $400 spent and because the email they sent me did not have a date they shpuld be held accountable. All I wanted was the credit for my tickets, not asking for money back. I am disgusted by the lack of responsibility and the lack of concern to make it right. 

• Initial Complaint

  Date:04/23/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased fast track passes on April 14, 2025 (2 @ $80 each, total $160) to use at Hershey Park on April 18, 2025 to be used to skip the line on rides. We waited in line, scanned the fast pass, then had to exit the line as the ride broke, was told to come back later and theyd let us on. We did that, and the attendant did not let us back in line. This exact scenario happened again on a later ride that also broke down and we had to leave the line, then denied access to re-entering in the fast track line. I contacted customer service, and they referred me to terms and conditions on their website. However they sold me passes that their staff did not allow us to use after their rides broke down. They then did not reply to my latest email asking for more clarification.

  Business Response

  Date: 04/23/2025

  By way of introduction, my name is **** La Riccia and I am the Director of ************** at Hersheypark. Thank you for reaching out. We certainly sympathize with your current situation you explained, however we are unable to refund or offer extensions on tickets, Season Passes, or add-ons. This policy was agreed to upon purchase:

  "Riders must meet all height and rider requirements. Fast Track and Fast Track Unlimited Attractions include: Candymonium, Carrousel, Comet, Fahrenheit, Great Bear, Hershey Triple Tower, Jolly Rancher Remix, Laff Trakk, Lightning Racer, Reeses Cupfusion, Skyrush, SooperdooperLooper, Storm Runner, Trailblazer, Wild Mouse, and Wildcat's Revenge. Vouchers will be delivered via email upon purchase. Visit the in-park kiosks, or any ************** location, to scan your voucher and receive your wristband. The Fast Track voucher is not eligible for refund, exchange or upgrade. Attractions may be subject to change. Quantities are limited. Prices may fluctuate, based on demand, at any time."

  We apologize if this does not meet your needs, however we do hope to see you at Hersheypark soon.

  Customer Answer

  Date: 04/23/2025

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 23241072
  
  I am rejecting this response because:

  I understand you have terms and conditions-however you sold me tickets that your employees did not allow me to use. 

  
  Regards,
  
  ******* *******
  
  
  
  
  
  
  
  

  
  

  Business Response

  Date: 04/23/2025

  Hello,

   

  My apologies, Hersheypark does not offer refunds and based on the terms and conditions shared prior to purchase, no further compensation will be offered at this time. 

  Customer Answer

  Date: 04/23/2025

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 23241072
  
  I am rejecting this response because:
  

  I had a friend we were with who had the same experience as we waited in the lines together, who went to guest services and they refunded her for her fast passes. So why did she get a refund and I am not? 
  

  
  Regards,
  
  ******* *******
  
  
  
  
  
  
  
  

  
  

• Initial Complaint

  Date:03/17/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to formally file a complaint against Hershey Park regarding their auto-renewal process for season passes, which I believe was inadequately disclosed and unfairly *********** my case, Hershey Park did not provide adequate notice before automatically renewing my pass. I received only one email reminder, which was buried among the hundreds of marketing emails they send each year, including many urging customers to purchase 2025 season passes. This overwhelming volume of emails created confusion, and at no point was it made clear to me that my existing pass was set to auto-renew if I did not take action.This is not a case of buyers remorseour family genuinely cannot use these passes due to medical reasons that arose last year. These include: My daughters newly diagnosed epilepsy, making amusement park rides unsafe for her, my own worsening of a herniated disc, which prevents me from safely enjoying the park, and concerns about concussions from the rides (which happened last year).Had I been properly notified of the auto-renewal policy in a more prominent and direct manner, I would have immediately canceled the renewal due to these medical concerns. I feel that Hershey Parks lack of transparency in their renewal communication is misleading and an unfair business practice.I respectfully request that Hershey Park cancel the auto-renewal and issue a refund, given the circumstances and the inadequate renewal notification process. I appreciate your assistance in helping to resolve this matter. I already called them and they said they could stop the 4 remaining payments of $133/month but would not refund the 6 payments of $133/month already made. Thank you very much for helping with this.*********

  Customer Answer

  Date: 03/18/2025

  Hi! Sorry for the delay - I have attached a view of the emails from Hershey Park over the past few months. You can see they send you multiple emails and it is overwhelming. I went back and looked for the emails on renewal and they sent on 9/4. But then they also send me emails to sell me 2025 season passes on 9/5. It is overwhelming and confusing at the same time, and I think it is purposefully being done so that people don't realize their renewals are upcoming. This is a huge price tag of over $1,300 and you would expect more warning. Thank you again for the help.

  Customer Answer

  Date: 03/25/2025

  I am so shocked that I was able to receive a resolution from Hershey Park within 48 hours of sending BBB the complaint. I did not think that would happen. Thank you all so much for your help. In a world where it seems like businesses and billionaire's control everything, it is so wonderful knowing that there are services like this to help those with no power, and in some cases, limited finances.

• Initial Complaint

  Date:02/28/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased tickets to an event: snow was forecasted- tried to switch tickets they wouldnt allow that due to impending SNOWSTORM; tried to find out what the shoveling plan/snow policies were & they couldnt provide; hazardous driving conditions; National weather alerts; shut downs everywhere; even the Hershey bears made adjustments to that night. I had tickets to the last show- DEAD CENTER OF THIS SNOWSTORM. Significant threat to *************** warning posted by national weather. Tried contacting the business before & did everything they requested (contacted Ticketmaster who WANTED to refund me but Hershey wouldnt allow them); the staff at Hershey theatre couldnt provide their plans for snow preparations and to ensure safety of patrons & elderly. I have pictures to verify the snow ******************** conversation. I have called and emailed the business due to the extenuating circumstances. We support this area but this is a shame!!

  Business Response

  Date: 02/28/2025

  My apologies, as agreed to upon purchase, tickets are non refundable nor exchangeable. The event in question took place as scheduled. I am sorry if this does not meet your expectations. No further compensation will be offered at this time. 

  Customer Answer

  Date: 02/28/2025

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 23000087
  
  I am rejecting this response because: the business failed to provide plans to ensure the safety of the patrons during this snowstorm WHERE OTHER LOCAL PLACES WERE CLOSED DUE TO THE DIRE SITUATION!! I understand the show went on, THEYRE FROM OUT OF TOWN & stay close to the show. They were able to get there safely before it started! We are local to the area (roughly 45 minutes) and I also work in Hershey (my work actually closed this evening due to weather). This is such a shame they doesnt even have enough decency to offer tickets to another show or anything. 
  
  Regards,
  
  ****** ****
  
  
  
  
  
  
  
  
  

  Business Response

  Date: 03/02/2025

  Thank you for the response. My apologies as previously mentioned, tickets are non refundable nor transferable. I apologize we are unable to meet your expectation of a refund or exchange. 

• Initial Complaint

  Date:01/31/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased Hershey Bears tickets for the game on 01/19/2025 and we did not go due to treacherous weather conditions and numerous advisories from ******* and the ************************ advising against unnecessary travel. I want to exchange them for another game. If thats not possible, I want a refund. I have contacted the box office and group sales manager who both told me they are unable to provide me with any replacements or refunds.

  Business Response

  Date: 02/03/2025

  Hello, 

   

  My apologies, as agreed to upon purchase, tickets are non-refundable nor transferable. Due to the fact that the game in question was played on 1.19.2025, no further compensation will be offered. 

  Customer Answer

  Date: 02/05/2025

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 22885369
  
  I am rejecting this response because:

  The ************************ and PennDOT advised against unnecessary travel. Hershey closed Chocolate World due to the inclement weather conditions and the Hershey Bears postponed their Throwback Jersey Auction. All I want is replacement tickets for another game. We were planning on attending with my sons youth hockey team. I did not want to bring my children out and potentially risk their safety as well as myself by traveling in the inclement weather. There were over 50 reported accidents that night. 
  
  
  Regards,
  
  ******* ********
  
  
  
  
  
  
  
  

  
  

  Business Response

  Date: 02/06/2025

  Our apologies, as agreed to upon purchase tickets are non refundable nor exchanable. 

  Customer Answer

  Date: 02/06/2025

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 22885369
  
  Dear ******* *******,
  
  
  I appreciate the opportunity to respond regarding my complaint against the Hershey Bears/Herco regarding my unused tickets for the game on January 19th, 2025. While I understand that their stated policy is that tickets are non-refundable and non-replaceable, I find their response to be unreasonable given the extenuating circumstances surrounding this situation.
  
  
  On the day of the event, hazardous weather conditions, including snow and icy roads, led to over 50 reported vehicle accidents in the region. Both ******* and the ************************ issued advisories discouraging unnecessary travel due to unsafe conditions. Despite this, the Hershey Bears/Herco has refused to offer any form of resolution, replacement, or crediteven though my decision to avoid travel was made out of safety concerns, not personal preference.
  
  
  It is unethical and unreasonable for the Hershey Bears/Herco to keep my payment when I was unable to attend due to documented, publicly advised safety risks. Their refusal to offer any flexibility demonstrates a disregard for customer safety and fairness. Many reputable businesses acknowledge extreme weather conditions as legitimate grounds for flexibility, yet the Hershey Bears/Herco continues to hide behind rigid policies instead of doing the right thing.
  
  
  I respectfully request that the BBB urge the Hershey Bears/Herco to reconsider its stance and offer a reasonable resolution, such as replacement tickets for a future game or a credit. I also ask that the BBB take note of their lack of flexibility in situations involving public safety concerns, which should be a key factor in evaluating their business practices.
  
  
  Thank you for your time and assistance. I appreciate your help in advocating for a fair resolution.
  
  
  Sincerely,
  ******* ********
  

• Initial Complaint

  Date:12/20/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hi. I purchased 3 season passes for ******. We visited the park from August 8th-11th. We haven't been back since. In the duration of this time we were in the park we had several issues concerning my aunts health and overwhelming crowds aswell as the ev that was rented everyday during each day within a few hours for some reason. We had issues getting our season passes originally when coming to the front counter with finding them to take the photo as well as just general rudeness from the front desk, and vendors threwout the park. Many of the children rides were not in operation the two days we were in the park walking around. We had an issue at chocolate world with my toddler complying and no refund was issued which is under stable but the tickets were not used. When I'm the hershey theater my child fell during the dance and we went to see medical and they didn't really do much and werent to enthusiastic in even checking either. During our stay the mac and cheese in the cafe made my toddler and aunt *** and they threw up in the cafe and we went home we were issued a refund for the mac and cheese but my son in 3 so this was more then upsetting. We've have many family issues in September and so on concerning my fathers death and we are navigating such. We haven't had a chance to revisit the park to give it another chance. I did give a call after to have these problems documented I suppose. I feel we haven't recieved ******$ worth of fun and I'm hoping you can extend some curtsey here I'm not looking for s full refund of course. I was just hoping hershey park would order something since this was so expensive and I haven't had a chance to come back and it's very disappointing, I'm not sure I'd return at the current price of passes given my first and only experience hearing about it as a kid I thought you the tea cup were in chcolate coco and it was magical, I really wanted to show my son the same experience.

  Business Response

  Date: 12/26/2024

  Hello, 

  I apologize, as agreed to upon purchase: 

  -Tickets, Season Passes, and Summer *** Cards are non-refundable.
  -All tickets, Season Passes, and Summer *** Cards expire with the expiration date indicated on the product.

  Based on the information provided all other concerns were addressed at the time they presented. My apologies, Chocolate World is a separate entity, and not owned by our company. It exists outside of the properties on the Hersheypark Entertainment Complex. You can reach them via their website. ****************************************
  
  

   

• Initial Complaint

  Date:10/21/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We reserved a cabana at Hershey Park for August 23rd. When we called to cancel the cabana in early June, well before the date required for cancellation, I was told there was no reservation. I called again in late June to make a reservation for July 4th which was accepted. I once again asked if any other reservations existed, and was told no. When we were at the park on July 4th I checked with the desk at the cabana check-in, who verified there were no reservations on file. August 23rd comes and goes and we are charged $480 for a cabana. We have been going back and forth with them for a month. We have been told that it is our fault, we have been told that we should just drop it and pay for it. And now we have been told that we shouldn't register a complaint because they will just mark it as resolved. They cannot provide any confirmation that we were notified that we had a reservation.

  Business Response

  Date: 10/21/2024

  Hello, 

  The guest in question agreed to and was given $480 in Gift Carrs that were applied to their Season Pass payments. This compensation was issued for any confusion that may have taken place during the cancelation process. At this time, no further compensation will be given. 

  Customer Answer

  Date: 10/22/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 22452755
  
  I am rejecting this response because: No proof that the reservation ever existed or that we were duly notified of our pending reservation was ever able to be provided. We were never offered a refund; we were only offered gift cards which is just Hershey Entertainment keeping our money and forcing us to reapply it to their business. If Hershey Entertainment can provide details of the registration and that we were notified via a copy of the email with headers that would have been sent to us as stated in their own rental agreement I would be satisfied. They have been rude and demeaning during this whole process and have not provided any evidence that the reservation was confirmed with us or that we were notified of the reservation as stated in their policy. Attached is a reservation confirmation that was executed properly for a separate date.    
  
  
  Regards,
  
  ***** ****
  
  
  
  
  
  
  
  
  

  Business Response

  Date: 10/22/2024

  A solution was offered accepted by **** ****, 
  

  Hersheypark issued $480 in gift cards for the Longs 2024 season passes. The gift cards were applied to the Season Passes. No further compensation will be offered at this time. 

  Customer Answer

  Date: 10/22/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 22452755
  
  I am rejecting this response because: They're just stonewalling, not offering any proof that they did follow their own policies. I'm asking them to prove that they sent us confirmation, since when I called, they could not find a reservation. It is becoming obvious that they are in direct violation of thier own business practices and just attempting to strong arm people. Im sure they will send the same response they continue to send instead of adressing the issue.   
  
  
  Regards,
  
  ***** ****
  
  
  
  
  
  
  
  
  

  Business Response

  Date: 10/22/2024

  Alll policies and procedures were followed during this transaction. As a courtesy, a $480 gift card was issued for the guests 2025 season passes. This was accepted and already applied to the guests passes. Hersheypark considers the matter resolved. 

  Customer Answer

  Date: 10/22/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 22452755
  
  I am rejecting this response because: I will let this expire, I have exported the conversation record. Obviously, this needs to be publicly addressed, since private mediation isn't working.  
  
  
  ***** ****
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:10/05/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  * I scheduled a 2 day trip in August for my son and I to Hershey Park * We also bought 1 day fast track pass for each of us * Day 1 went well - there was light rain and short lines so we didnt activate the fast pass * A park employee told us it would not be a problem to use the fast track pass on day 2. She shared that that we would need to call the reservation line to transfer dates or get a refund * Day 2 - A thunderstorm came thru and Hershey chose to shut the park * Because of schedules we had to leave ************ to go home as planned the next day * Once I realized we could not make it back this season, I called Hershey **************** for a refund for the fast track tickets * Hershey refused to refund us the $235.98 * The **************** line said they had a policy of no refunds which didnt match what their park employee told us about inclement weather * **************** said they did have an exception process to issue refunds within 24 hrs * I wasnt told of this secondary policy * Instead of requesting the refund right away, I allow time to see if a return trip this year was possible for us * I feel like I acted in good faith * I arrived at the park on the planned day * Unplanned weather drove Hershey to close the park * I tried to seee if a return trip was possible to use the fast track tickets * Once i realized it wasnt, I requested a refund for a service that wasnt used * I still request that Hershey Park refund my $235.98 in light of this situation

  Business Response

  Date: 10/07/2024

  Thank you, 

  As discussed previously, Hersheypark does not offer refunds for Fast Track. My apologies if this does not meet your expectations. 

  Customer Answer

  Date: 10/08/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
  
  
   Complaint: 22385980
  
  
  
  I am rejecting this response because:

  Unfortunately, the company’s response that they do not offer refunds is not the full truth. On Saturday Oct 5th I spoke to the manager on their customer service line. She revealed to me they do offer refunds due to weather based closures within 24 hrs of the date. This is an unpublished policy that is not actively shared. Of course, had I known of this I would have immediately requested a refund.

  Based on the above and the fact that Hershey closed the park on my planned visit, I again ask Hershey Park to refund my money for a service they did not provide.

  Thank you BBB for your advocacy of consumer protections.
  
  
  
  
  
  Regards,
  
  
  
  John Reeves
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

  Business Response

  Date: 10/09/2024

  Hersheypark’s weather policy only pertains to admission tickets. As agreed to upon purchase, Fast Tracks are non refundable. No further compensation will be offered. 

  Customer Answer

  Date: 10/09/2024

   

  
  
  
   Complaint: 22385980
  
  
  
  I am rejecting this response because:
  

  BBB,
  Unfortunately HP is still refusing a refund. It is unfortunate that their position here doesn’t match with what their employees share on their customer service line or align to best business practices of only charging for service provided(in this case THEY closed the park so I could not use the service).
  I remain open to a refund when/if they have a shift toward a more customer centric approach.
  Until then, I would like my complaint to be public to help others navigate similar interactions if they choose to visit the park.
  
  
  
  Regards,
  
  
  
  John Reeves